Comments on: Service Defects at Los Hermanos Restaurant https://6sigma.com/service-defects-at-los-hermanos-restaurant/ Six Sigma Certification and Training Fri, 28 Feb 2025 06:02:18 +0000 hourly 1 By: Yeah this one's anonymous https://6sigma.com/service-defects-at-los-hermanos-restaurant/#comment-24606 Mon, 25 Sep 2017 22:46:02 +0000 https://opexlearning.com/resources/284/service-defects-at-los-hermanos-restaurant#comment-24606 Amazing! I worked at Los Hermanos (Provo) shortly after the time this was written. “Hot mess” is accurate. Owners were complete snots to the people who worked for them– they certainly didn’t have a good grip on the information processes in their own restaurants, and there’s nothing we could have told them that they would taken seriously and acted on. I know, because we tried.

On the plus side, the experience of working at Los Hermanos helped feed a life-long interest in Lean. I’ve been doing Lean consulting for farm clients for a few years now and just picked up my first restaurant client. I was looking for some case studies that would speak to their experiences, and what turns up but good old Los Hermanos. What a circle of life– relieved to know 11 years later that I’m not the only one who thought this place was a mess.

]]> By: Christer Edwards https://6sigma.com/service-defects-at-los-hermanos-restaurant/#comment-24605 Fri, 29 Dec 2006 17:45:42 +0000 https://opexlearning.com/resources/284/service-defects-at-los-hermanos-restaurant#comment-24605 I’ve had similar experiences at Los Hermanos which is why I never eat there anymore. One lousy first impression showed me they didn’t put the customer first and they lost who knows how much business after that.

I’ve been blogging about this more and more lately. The customer is key. Customer service is key. Negative press travels fast online (how many people read this post?), and you’ve just reinforced my (and probably others) reason why NOT to eat at Los Hermanos.

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